The advancement of artificial intelligence has transformed various sectors, and the collection market is no exception. With the growing number of indebted Brazilians – 73,51 million people, according to the latest survey by Serasa –, companies in the sector have been seeking solutions to optimize credit recovery without compromising the consumer experience. In this scenario, AI emerges as a tool for automating processes, allied to a more empathetic and personalized service.
"The digitization of the collections sector is essential for us to act more assertively and empathetically with consumers". Technology not only optimizes processes, but also allows for personalized service, respecting the financial moment of each client, says Thiago Oliveira, CEO of Ótima Digital Group, one of the largest messaging distributors in Brazil, telecommunications, CPaaS and proprietary AI.
Through the strategy of humanized collection, combined with multichannelity, it is possible to reduce delinquency and improve the relationship between companies and consumers. The use of chatbots, virtual agents and intelligent platforms allow customers to choose the most convenient service channel, like WhatsApp, SMS, email or phone, ensuring a less invasive and more accessible process
Multichannel is essential for companies that want to improve their credit recovery rates without compromising the relationship with customers. Our goal is to transform billing into a more efficient and friendly process, allowing consumers to regularize their finances in an accessible and fair manner, highlights the executive
Among the channels used, WhatsApp has established itself as an effective tool within the multichannel strategy. With over 200 million active users in Brazil, the app ranked in the TOP 10 of the most downloaded in January 2025, according to AppMagic – which summed estimates from the App Store and Google Play stores
In light of this, the platform facilitates direct communication between companies and consumers in the collection market, allowing the sending of reminders about debts and due dates, real-time renegotiation options and the sharing of invoices and payment information. This format streamlines the process and makes the customer experience more accessible and less invasive
"Integrated artificial intelligence in channels like WhatsApp makes customer service faster", efficient and humanized. The idea is that billing is no longer seen as a negative process and becomes an accessible solution for the consumer to regularize their financial situation with ease, concludes Silva
